Hi Hector,
We would like to begin by expressing our sincere gratitude for sharing your experience with us. We are deeply sorry that your tour to Búzios did not meet your expectations and we apologize for the inconveniences you faced during the tour.
We take all criticism and feedback from our customers very seriously, as it is through them that we can improve our services and ensure more satisfactory experiences in the future.
We understand your frustration regarding the discomfort caused by the heat on the bus, as well as the difficulty in hearing the guide during the journey. We will conduct an internal review of procedures to ensure that all issues relating to passenger comfort are appropriately considered and addressed.
Regarding the seating policy, we regret any misunderstanding or inconvenience caused by rigid assignments. We will review our internal policies to ensure there is flexibility when necessary so that all passengers can enjoy the best experience possible.
It's great to know that you enjoyed the sailing part of the trip and that the team was able to provide you with a positive experience. However, we understand your concern about whether the long bus journey was worth it compared to the time spent on the boat. We will further evaluate this issue to ensure our tour descriptions are accurate and adequately reflect the actual experience.
Once again, we apologize for the inconvenience and thank you for giving us the opportunity to improve. We hope to have the chance to welcome you again in the future and provide you with a more rewarding experience.
Please do not hesitate to contact us if there is anything else we can do to resolve your concerns or if you require additional assistance.
Yours sincerely,
Ana.